INFOR (UNITED KINGDOM) LIMITED

Infor Enterprise Asset Management (Infor EAM)

Infor EAM is an Enterprise Asset Management solution that improves asset performance, with rich functionality & industry-specific editions. Infor EAM uses predictive and preventive technologies to extend asset life and increase efficiency. Highly scalable and accessible on any mobile device. Infor uses Amazon Web Services as our cloud hosting provider.

Features

  • Identify, track, locate, and analyse your physical assets
  • Extend the life of your assets and improve productivity
  • Track all aspects related to work performed on assets
  • Manage Preventive Maintenance based on a date and/or metered basis
  • Purchasing, order parts and services attached to work orders
  • Warranties and warranty claims, Track asset warranties, process warranty claims
  • Safety management, Manage hazardous situations, materials, and activities
  • Inspection management, Take greater control over condition monitoring
  • GIS & Linear Assets, Integrate ESRI’s Geographical Information Systems (GIS)
  • Inbuilt configuration tools for customers to manage system changes

Benefits

  • Scalable, dynamic and highly configurable
  • Delivered pre-configured out of the box
  • Reduce Asset Downtime and maintenance costs
  • Reduce spare parts inventory
  • Manage Sub-Contractors through a secure portal
  • Comprehensive Analytics and Dashboards, configurable by the user
  • Highly Secure Cloud Solution

Pricing

£776 to £1470 per person per year

Service documents

G-Cloud 11

224764405484034

INFOR (UNITED KINGDOM) LIMITED

Lorant Horvath

07752065133

lorant.horvath@infor.com

Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to Infor EAM can be fully integrated to ERP systems such as Infor, SAP, Oracle etc along with integration to ESRI GIS and electronic monitoring systems. EAM can also receive information from metering systems.
Cloud deployment model Public cloud
Service constraints There are no constraints but Infor create virtual private clouds for their applications for each customer
System requirements
  • EAM is an HTML browser based application
  • EAM Mobile requires either IOS or Android, Smartphone or Tablet

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Response times vary between 15 minutes and 4 business hours depending on the severity of the incident and the customer's support plan.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Chat is accessible through our support portal.
Web chat accessibility testing This functionality is not available in the current version of the Webchat tool. No particular tests have been carried out in the area of usage.
Onsite support No
Support levels Infor offers two support levels, Infor Premium Support Plan and Customer Success Plus Program.  Both plans cover a lot of services by default, including 24/7 availability and usage of Support portal, Knowledge Base, and they differ predominantly on the responsiveness and some additional services which the Customer Success Plus Program includes. All customers have access to the Support Operation Handbook which fully documents these support plans. Further information is available upon request.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started At Infor, we recommend starting with a "Train-the-Trainer" approach. One to two "power-users" will be included in the implementation team to gain in-depth knowledge of the product. This assures an 'on-site' expert that can handle user questions as well as continued internal training.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Infor will provide an sFTP site and help the Owner download all data back on site or to another Cloud provider. In the event that customer requires the return of customer Data in an alternate format or requires any other termination assistance services, Infor and customer shall mutually agree upon the scope of such termination assistance services and the fees and expenses payable for such termination assistance services.
End-of-contract process Infor believes that the data belongs to the customer. Upon termination of the contract, all data will be returned to the customer.

Infor will provide an sFTP site and help the Owner download all data back on site or to another Cloud provider. In the event that customer requires the return of customer Data in an alternate format or requires any other termination assistance services, Infor and customer shall mutually agree upon the scope of such termination assistance services and the fees and expenses payable for such termination assistance services.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Infor EAM Mobile is an app that is downloadable from the IOS or Android stores and supports both Smartphone and Tablet. In addition EAM mobile supports windows touchscreen tablets.

Infor EAM mobile provides a subset of features to the main application and works in both a connected and disconnected mode
API Yes
What users can and can't do using the API The Infor ION middleware solution enables customers to link the Infor EAM solution with third party applications via XML
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Infor provides extensibility tools within the applications to enable the users to personalise and configure.

No new code will be required for the customisations described above. Infor will be using proprietary, pre-existing software to provide the SaaS service and accordingly will not be publishing its code and data.

Scaling

Scaling
Independence of resources Infor Cloud based offerings (Software as a Service – SaaS) are designed to ensure the end user experience is maintained at optimal performance levels for all licensed users. Infor Cloud solutions can easily adjust to changes in processing volumes or shifting capacity requirements as the business demands fluctuate by utilising auto scaling mechanisms. Infor carries out extensive monitoring through automated tools to guarantee such performance is optimised at all times across the Infor Cloud.

Analytics

Analytics
Service usage metrics Yes
Metrics types User of all activities undertaken can be monitored for a complete audit trail of activities
Reporting types Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations No
Datacentre security standards Managed by a third party
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Other
Other data at rest protection approach Infor encrypts data at rest using AES-256.
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach All of the list views in the application can be exported to MS Excel format or a full data dump can be requested if required.
Data export formats
  • CSV
  • Other
Other data export formats XLS
Data import formats
  • CSV
  • Other
Other data import formats XLS

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability Infor commits to 99.5% uptime for our cloud solutions subject to our supplier terms and service level description. Details of service credits for non-performance are set out in our supplier terms attached to this application.
Approach to resilience Infor application and database servers are installed across multiple AZ’s to provide the highest availability possible. If a data center or AZ partially or completely fails, the work load is automatically redistributed across the other AZ’s within the region by the AWS Elastic Load Balancers (ELB) and Auto Scaling services. Relational database servers employ synchronous or near-synchronous replication to duplicate data in multiple AZ’s to minimize or eliminate any transaction loss due to a system, data center, or AZ failure.
Outage reporting Automated Notifications.

Any services which has service degradation or service outage, an automated notification is sent out.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Other user authentication Our applications are capable of integrating customer's Active Directory system (through an ADFS trust) to provide consistency with customer's user management systems. The customer's IdP must be SAML 2.0-compliant. If multi-factor authentication for customer's users already exists, it can be supported.
Access restrictions in management interfaces and support channels Infor EAM provides a full security capability to restrict users down to field and data levels. This is based on a user group level.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 13/06/2017
CSA STAR certification level Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover The CSA STAR self-assessment is only for single tenant and multi-tenant Infor products hosted through AWS.
PCI certification No
Other security certifications Yes
Any other security certifications SSAE/18 SOC 1 TYPE 2

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards Other
Other security governance standards SSAE18 Type 2 SOC 2
Information security policies and processes Infor has an Information Security Office responsible for all aspects of security for Infor's Cloud offerings. Policies are published and employees are mandated to sign up to the adherence of these policies on an annual basis.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach Infor's SaaS Cloud Services Change Management process aligns with ITIL v3 ITSM best practices. All the changes will be tested before deploying.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Infor ISO performs the following security scans to identify OWASP security threats: source-code scanning, vulnerability scanning, penetration testing, and system hardening scans. The security items identified in the scans are triaged and the proper remediation are added to the Development process for resolution (for application related issues) or provided to the Cloud Operations team (for infrastructure related issues). Members of the Security team receive updates from the Center for Internet Security (CIS).
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Infor leverages the AWS security tools as the first layer of defense against unauthorized access. Infor Cloud Operations and Infor Security Office (ISO) then deploy host-based malware and IDS/IPS protection to provide an additional layer of protection. This host-based protection is managed from a centralized location, pushing updates on a daily basis and centrally managing all security. Alerts are reviewed on a daily basis and appropriate action is taken upon review.
Incident management type Undisclosed
Incident management approach Infor has an Incident Management process in place, further details will be part of a master service agreement

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £776 to £1470 per person per year
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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